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TrantaLocked's profile

Contributor

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2 Messages

Tuesday, February 21st, 2017 8:19 AM

Samsung Galaxy Express Prime J320A AT&T GoPhone - Your unlock request was denied...

I just purchased this Samsung J320A GoPhone from Best Buy and was looking to unlock it through AT&T's request form, but my request was denied because "the IMEI number doesn’t match a device that’s compatible with the AT&T network," even though it's clearly an AT&T GoPhone. I resubmitted my request in case the first was just bugged, request numbers are [edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.].

Community Support

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231.3K Messages

7 years ago

Hello there @TrantaLocked

 

I understand the urgency in getting your phone unlocked, I would be delighted to help you get this taken care of!

 

Thank you for providing us more information with what’s going on. Based on the situation, I am sure you are receiving the error on the unlock portal in error. However, I would like to make sure your unlock request is processed correctly.

 

I am going to send you a private message directly. I would like to gather more information so we can get to the bottom of this. Please provide me the IMEI of your device, a phone number, your full name a good time to contact you.

 

I look forward to hearing from you!

 

Adrian, AT&T Community Specialist

Contributor

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2 Messages

7 years ago

I have the exact same issue with an Alcatel Ideal I purchased from BestBuy last week.  I submitted one request and the confirmation never seemed to work (the site seems very finicky about browsers - only Chrome gets me the proper status page), then resubmitted this morning and got the same error in response.  The IMEI was entered correctly and the phone has never been activated.

ACE - Expert

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23.9K Messages

7 years ago


@lessthanideal wrote:

I have the exact same issue with an Alcatel Ideal I purchased from BestBuy last week.  I submitted one request and the confirmation never seemed to work (the site seems very finicky about browsers - only Chrome gets me the proper status page), then resubmitted this morning and got the same error in response.  The IMEI was entered correctly and the phone has never been activated.


@lessthanideal

 

Read the highlighted part from the unlock page as that is why you are getting the error.  ATT has cracked down on this....https://www.att.com/esupport/article.html#!/wireless/KM1108214

 

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Contributor

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2 Messages

7 years ago

It seems that AT&T may have inconsistent policies.  3rd time was the charm for me - I got a message that they needed more time to investigate further, and today got an unlock code.  So even though it made no sense to me, the statement on another forum that people were reporting success after 2-3 tries worked for me.  Definitely doesn't seem like one can depend on this, but repeat tries can sometimes work.

ACE - Expert

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23.9K Messages

7 years ago


@lessthanideal wrote:

It seems that AT&T may have inconsistent policies.  3rd time was the charm for me - I got a message that they needed more time to investigate further, and today got an unlock code.  So even though it made no sense to me, the statement on another forum that people were reporting success after 2-3 tries worked for me.  Definitely doesn't seem like one can depend on this, but repeat tries can sometimes work.


@lessthanideal

 

glad you got it unlocked.  And I agree the unlock portal is weird sometimes.

Employee

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3.5K Messages

7 years ago

That's a glitch in the unlock system. No one is entitled to a GoPhone unlock until it has had 6 months of paid service. Getting a phone to unlock previously without meeting that requirement does not mean it should work in the future for other phones. These are glitches in the unlock portal that is letting it slip through the cracks.

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